Factors affecting the continued use of e-government websites by citizens

Abstract

Purpose The concept of eGovernment has received much focus and emphasis across the public administrative sector, with interest centred on its public performance in terms of effectiveness and efficiency. Accordingly, this paper aims to consider those factors affecting the continuous adoption of eGovernment websites by citizens in the context of Jordan, through the design and development of a conceptual model, five factors included, notably digital literacy, e-service marketing efficiency, e-service quality, compulsory e-service utilisation and public staff assistance in regards the transformation of e-service. Design/methodology/approach To conduct this paper, a quantitative approach was used, after operationalising variables into indicators; data were gathered through the application and completion of a questionnaire survey, by public-sector subjects making up a sample of 237 individuals purposively sampled, wit structural equation modelling was applied to analyse data. Findings The results garnered emphasise digital literacy and e-service quality as important factors amongst citizens in Jordan in regards their intention to use, on a continuous basis, eGovernment websites, providing an explanation across 42 per cent of the variance in this regard. On the other hand, the other three factors of e-service marketing efficiency, compulsory e-service use and public staff assistance in regards the transformation of e-service were not identified as significant in terms of their influence on the intention to adopt the ongoing use of eGovernment websites among citizens in the Jordanian context indicating some issues that challenge the eGovernment success. Research limitations/implications This work’s findings are survey-based, subsequent studies could make use of qualitative methods in mind of achieving more detailed and comprehensive understanding of the links between the factors outlined in this study, further, there is the suggestion that other longitudinal and experimental works be completed to establish the links outlined in this study. Practical implications For eGovernment websites continued usage to be efficacious, several facilitating and supporting conditions are vital, including technical and managerial sustenance, as well as supporting policies and regulations that put eGovernment websites into the compulsory utilisation, which requires all the other affecting factors to be in line with facilitating such compulsory orientation. Originality/value Many studies have been done on exploring the factors that affect the initial adoption of eGovernment websites; however –and up to the author knowledge – this is the first study that explore the second stage of the adoption process, namely, continued use in the context of a developing country such as Jordan. This work will therefore provide a contribution to the eGovernment literature in specific relation to continued use. This will be done through taking into account all five of these factors.

The role of access convenience of common service centres (CSCs) in the continued use of e-government

“…The findings of the study provide strong support for the AC in determining the e-government continuance intention of citizens. Our findings are in line with those of Nawafleh (2018), which also indicate the role of public staff assistance in the continued use of e-government. For a developing country like India, where the under-skilled people need support for using e-governments services, the role of CSCs is pivotal in determining the e-government usage behaviour of citizens.…”

“…Their findings suggest that SyQ, user satisfaction and habit are the most significant influencers of citizens’ continuance usage intention of e-filing. Nawafleh (2018) studied the continued use of e-government websites by Jordanian citizens, through e-service quality, digital literacy, compulsory e-service utilization, e-service marketing efficiency and public staff assistance.…”

E-Gobierno local en México en tiempos de Covid-19

“…Por otra parte, las investigaciones (Hariguna et al, 2017;Nawafleh, 2018) indican que en la actualidad el número y/o cantidad de sitios web de e-gobierno, deben ir día con día en aumento, por lo cual se puede establecer que, sí el ciudadano no encuentra de primera instancia el servicio que requiere su percepción le hará pensar que los demás existentes no le son útiles, en ese sentido, expertos en el ámbito del desarrollo de software y aplicaciones web, explican que en cuanto más servicios estén digitalizados, mayor será el número de individuos que si integren al uso de los servicios de forma digital, ya que se perciben mayores ventajas al existir la integración de la mayoría de servicios a los sitios web (Alcaraz-Quiles, et al, 2018;Byun y Finnie, 2010;Singh, et al, 2016).…”

What influences citizens’ expectations towards digital government? An exploratory survey

“…Digital literacy Previous research showed influence of digital literacy in the context of digital government implementations [Nawafleh, 2018]…”